71 Technical Support Analyst Jobs in Austin, TX
Augment Jobs is Hiring a Technical Support Analyst Near Austin, TX
Key Responsibilities
- Technical Assistance: Provide first and second-level technical support to users via phone, email, chat, or in-person. Address and resolve technical issues related to software, hardware, and network systems.
- Troubleshooting: Diagnose and troubleshoot issues by guiding users through step-by-step solutions. Utilize diagnostic tools and software to identify the root cause of problems and implement fixes.
- Incident Management: Record, track, and manage all incoming support requests through the ticketing system. Ensure that incidents are resolved within the agreed-upon service level agreements (SLAs).
- User Training: Provide training and guidance to users on the proper use of IT systems, software applications, and best practices. Develop and update user manuals and help guides as needed.
- System Maintenance: Assist in the maintenance and updates of IT systems, including software installations, patches, and upgrades. Ensure that systems are operating efficiently and securely.
- Documentation: Document all support interactions, troubleshooting steps, and resolutions in the ticketing system. Maintain an up-to-date knowledge base of common issues and solutions.
- Escalation: Escalate complex or unresolved issues to senior technical support staff or specialized teams as needed. Follow up to ensure that escalated issues are resolved to the user's satisfaction.
- Customer Service: Provide excellent customer service by communicating clearly, empathetically, and professionally with users. Ensure that users feel supported and valued throughout the support process.
- Continuous Learning: Stay current with the latest technology trends, software updates, and best practices in technical support. Participate in ongoing training and professional development opportunities.
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Technical Skills: Proficiency in operating systems (Windows, macOS, Linux), common office software (e.g., Microsoft Office), and IT support tools. Basic understanding of networking concepts and hardware.
- Problem-Solving: Strong analytical and problem-solving skills. Ability to diagnose and resolve technical issues effectively.
- Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users in a clear and understandable manner.
- Customer Focus: Strong customer service orientation with a commitment to providing a positive user experience. Patience and empathy when dealing with user issues.
- Time Management: Ability to manage multiple tasks and prioritize work effectively in a fast-paced environment.
- Teamwork: Ability to work well independently and as part of a team. Willingness to collaborate with colleagues and share knowledge.
- Prior experience in a technical support or helpdesk role.
- Certifications such as CompTIA A , Microsoft Certified Professional (MCP), or equivalent.
- Experience with IT service management (ITSM) tools and ticketing systems.
Job Summary
Full Time
$65k-81k (estimate)
08/27/2024
02/22/2025
The job skills required for Technical Support Analyst include Technical Support, Troubleshooting, Customer Service, Problem Solving, Operating System, Networking, etc. Having related job skills and expertise will give you an advantage when applying to be a Technical Support Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Technical Support Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Technical Support Analyst positions, which can be used as a reference in future career path planning. As a Technical Support Analyst, it can be promoted into senior positions as a Technical Support Analyst II that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technical Support Analyst. You can explore the career advancement for a Technical Support Analyst below and select your interested title to get hiring information.
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